Customer Success Manager

As part of the Operations organization, the Customer Success Manager will be both a player and a coach in their contributions to the overall success of the customer experience. They will be responsible for ensuring a positive customer experience, avoid churn, meeting revenue targets, creating level of effort estimates, maintaining artifacts within various systems, and forging a strong referenceable bond with the client(s).
Role and Responsibilities
Improve the overall customer experience, create engaged customers, and facilitate organic growth
The day-to-day Operational, Functional and Technical support of the assigned customers:
Daily prioritization, supervision, assignment, and collaboration of their team members in support of the company and customer deliverables
Assessing the requirements/needs from the customers
Prioritizing the Requests based on urgency, segmentation, and order received
Assigning for execution across the team based on skill sets, customer knowledge, and capacity
Ensuring execution/completion of the work, including the Project Management and Customer Communication
EDI Coordination and Mapping
System Configuration
Production Solutioning
Establishing an Operational Roadmap with each customer:
Communications frequency, methods (i.e., MBRs, Ticket Reviews, Reporting, etc.)
Ensuring Health Checks are being offered, planned, and executed
6-9 Month plan of known/planned activities, projects (i.e., Annual Upgrades, Migration plans as needed, EDI and Integration initiatives, new facilities, reports, etc.)
Meeting or exceeding the assigned Revenue targets via:
Billable services
Change Requests
Expansions
Cross-sell and up-sell opportunities
Maintaining positive, referenceable relationships with our customers:
Establishing and reinforcing Datexs value to each customer
High client retention (churn reduction)
Serve as Voice of the Customer internally
Collaborate, develop, follow, and execute standard service process, procedures, and standards
Includes completing required Datex system reporting and documentation
Generating SOWs, CRs, Functional Requirements, and other relevant documentation
Create tickets as applicable
Obtain quote signoff and submit signed quotes for billable activities to accounting and follow up accordingly
Maintain artifacts within applicable systems Dynamics, DevOps, etc.
Mentoring, Training, and Professional Development of the team resources
Maintain deep understanding of our product and solutions
Continuous training of direct and indirect team members
Renew Software Agreements
Review existing agreements prior to expiration for cross-selling and up-selling opportunities
Submit quote proposals for internal approval
Provide quotes to customers and negotiate prices and terms
Obtain signoff and submit to accounting for invoicing prior to expiration of existing agreements
Preferred Skills
Experience in Customer Success, Account Management, or Implementation
Client focused, ability to build strong relationships with the customers
Work directly with the client and Client Delivery Teams to ensure progress on their requests
Preferred candidates will have fundamental knowledge of:
Customer Success or Account Management
Revenue goals and strategy
Strategic Client Communications
CRM and Ticketing Systems
Microsoft Office
EDI
Software Solutioning
Warehouse Management Software (WMS)
This job description may not be inclusive of all assigned duties, responsibilities, or aspects of the job described, and may be amended at any time at the sole discretion of the Employer. Other duties or projects may be assigned in addition to this general overview of the job.
Associate or Undergraduate Degree in relevant subject, and/or minimum of 8 years of relevant experience
Minimum of 5 years experience in Customer Success, Account Management, or customer facing, revenue generating role
Previous WMS solutioning, configuration, or implementation experience preferred, but TMS or ERP would be beneficial
Ability to build and maintain collaborative relationships with team members and clients
Capable of managing cross-functional teams projects and work assignments
Good communication skills ability to communicate clearly and concisely in both verbal and written mediums
Ability to organize own work based on the priorities established
Able to travel up to 20%
Qualified applicants must be located in the United States
Medical, Vision, Dental and Life/Disability Insurance available
Paid Time Off and Paid Holidays
401K
Supportive leadership environment
Not only does Datex Inc. accept difference we celebrate it, we support it, and we thrive on it for the benefit of our employees, our products, and our community. Datex is proud to be an equal opportunity workplace!
Datex will consider qualified applicants with criminal histories in a manner consistent with local Fair Chance Hiring Ordinances.